The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

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Tip of the Week

  • Build a good “judgmental” process for forecasting teams.
    May 9 –

    For many WFM teams, getting together with Operations, Marketing or others that give us information to help in the judgmental, or “Art” side of forecasting is commonplace.  But, for others, this is not a common occurrence.  Using judgement to augment the statistical side of the forecasting process is essential to fine-tuning the forecast …

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